Siya Mishra

Senior Manager, Member Experience Intelligence @Coast Capital

Led the member experience intelligence practice within the MX team.+ Support the member experience design and rapid prototyping process with human centred research methodologies.+ Develop and implemented a Voice of the Member program in partnership with Research + Created of comprehensive 360 degree view of the member that gathers, consolidates, and produces actionable insight from all reactive and proactive member feedback, CRM data and relevant operational metrics in collaboration with Data Analytics + Built and managed an enterprise-wide framework for prioritizing and acting on insights from the 360 degree view of the member in alignment with our MX strategy, business objectives and our members’ financial well being.+ Created a MX measurement program, including developing and tracking MX metrics, identifying and tracking metric drivers and making recommendations on activities that support metric drivers in collaboration with Research